16 of 16 Escalation Management Jobs in the UK excluding London

client organisation, the acquiring business, and multiple infrastructure and platform service providers. You will be responsible for ensuring service continuity, controlled change, effective escalation management, and clear operational governance throughout the transition. Key Responsibilities: Service Governance & Operational Leadership Own day-to-day service governance across TSA and separation … activities. Establish and run operational service forums, including service reviews, escalation meetings, and service assurance sessions. Maintain oversight of service performance, risks, dependencies, and cross-tower impacts. Escalation & Risk Management Act as the primary escalation point for service issues, conflicts, and delivery risks. Maintain and manage ...

Priority 1 incidents Coordinate internal teams and third-party vendors Provide clear communications to customers and leadership Manage resolution and post-incident reviews Escalation Management Final escalation point for complex multi-client incidents Perform root cause analysis and implement permanent fixes Prevent recurrence through corrective actions Customer … Technical Relationship Participate in service reviews and escalation calls Handle sensitive situations professionally Build trust with high-demand customers Support key customers onsite when required Advanced Troubleshooting & Continuous Improvement Diagnose complex infrastructure, cloud, networking, and identity issues Work in multi-tenant MSP environments Mentor Level 1 and Level ...

role pivotal to both partner retention and the commercial performance of the Wholesale division. The successful candidate will act as the trusted operational contact, escalation point, commercial enabler and voice of the partner inside Rydal. Key Responsibilities Partner Relationship & Experience • Act as the primary day-to-day operational point … pipeline and service quality. • Represent the partner's voice internally — channelling feedback into Product, Provisioning, Billing and Support to drive continuous improvement. Service Delivery & Escalation Management • Monitor live service performance against wholesale SLAs and KPIs, including provisioning lead times, porting success rates, fault resolution, network availability and billing ...

role in leading and developing a high-performing team, ensuring operational excellence and exceptional service delivery. This position requires strong stakeholder engagement and relationship management skills, the ability to motivate and guide team members, and a proven track record in performance management. The role involves setting clear expectations, monitoring … information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role. This role is fully on-site in Manchester. ...

role in leading and developing a high-performing team, ensuring operational excellence and exceptional service delivery. This position requires strong stakeholder engagement and relationship management skills, the ability to motivate and guide team members, and a proven track record in performance management. The role involves setting clear expectations, monitoring … information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role. This role is fully on-site in Manchester. Contact ...

role responsible for shaping and delivering enterprise-wide IT strategy across the UK and neighbouring European markets. The position leads IT teams, application lifecycle management and landscape transformation, driving standardisation, security and high-quality service delivery aligned to business priorities. Client Details This is a permanent position within … strategy, objectives and roadmap aligned to business goals Act as senior IT business partner, owning end-to-end demand to delivery lifecycle Lead application management, support and delivery using Agile and ITIL-aligned models Drive IT landscape simplification, standardisation and regional harmonisation Ensure high availability, performance and security ...

information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role. This role will be fully on-site in Manchester … Quality Support : Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries. Ticketing System Management : Efficiently manage and utilise ticketing systems like Remedy and ServiceNow to track, manage, and resolve support tickets. Technical Troubleshooting : Leverage advanced IT knowledge, particularly ...

with a real chance of progression with the business. Key responsibilities 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues. Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers. … Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption. System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications. Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings. Shift Working: Work ...

with a real chance of progression with the business. Key responsibilities 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues. Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers. … Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption. System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications. Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings. Office based but normal ...

Recruitment Team to review. DUTIES Your duties as the IT Support Engineer/1st Line Technical Support Service Desk Analyst include: Incident Management: Act as the first point of contact for technical issues, triaging and resolving user problems Technical Troubleshooting: Diagnose and fix Windows 10/11, Microsoft … update and manage tickets through to resolution using PSA/RMM tools Customer Communication: Provide clear updates and maintain strong customer service throughout Escalation Management: Escalate complex issues with accurate and detailed notes System Monitoring : Respond to alerts and assist with routine maintenance tasks Documentation: Create and update ...

Security, and Vendors to enable smooth transitions, controlled change, and continuous service improvement. Key Skills & Experience Essential Strong experience leading SRE, Ops, or Service Management teams in complex environments. Proven accountability for 24x7 BAU services at scale. Deep understanding of: * Incident & problem management * Monitoring & observability * Change & release control … Experience working across cloud, applications, data, and integrations. Strong stakeholder and escalation management skills. Desirable * Background in Site Reliability Engineering or DevOps led operations. * Knowledge of ITIL, SRE principles, Azure/AWS, CI/CD, Infrastructure as Code. * Vendor and managed service leadership experience. LA International ...

operations across multiple regions or time zones Background in SaaS, hardware‐SaaS, devices, or platform businesses Strong operational skill set: Scheduling & workforce planning SLAs & escalation management Support metrics & reporting Comfortable balancing strategic thinking with hands‐on execution Pragmatic, builder mindset — you improve systems by using them Based ...

issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go-to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge … Create a positive, collaborative environment where people can do their best work. Set clear goals and drive accountability across the team. Be the Technical Escalation Point Provide expert guidance and hands-on assistance for complex 1st Line issues. Lead root cause analysis and ensure knowledge is documented and shared. ...

operate confidently with senior stakeholders. • Strong analytical skills, able to interpret service data and turn insight into improvement actions. • Excellent communication and stakeholder management skills. • Fluent in English, both written and verbal. • ITIL certification is strongly preferred (Foundation minimum; higher levels a plus). Job Description This role … relationship with assigned customers, acting as the single point of accountability for service quality, performance and continual improvement. Operating within an ITIL-aligned service management framework, you will work closely with customers and internal teams to ensure services are delivered in line with agreed SLAs, drive continual service improvement ...

desk as a strategic supplier, ensuring high-quality, SLA-driven service delivery and outstanding customer experience. In addition, the role will own Major Incident Management, act as ServiceNow Product Owner for Europe, and provide governance and administration support to the CMDB function. An understanding of transport, logistics, or warehouse … high-street discounts, salary sacrifice company car and cycle-to-work schemes, a workplace pension, and many other benefits. Key Responsibilities Supplier & Service Desk Management Act as the primary owner of the outsourced IT Service Desk, managing the supplier as a strategic partner. Ensure consistent delivery against SLAs, KPIs ...

best technology, manage assets and refresh systems. With 24/7 national operations, we keep things running smoothly, while operating comprehensive network or service management repair and maintenance to keep everything running operationally. Want to come and be a part of it? Were hiring a Performance Manager to join … your team, keep services running smoothly, respond swiftly to incidents, and ensure we consistently meet our service commitments. Youll also act as a key escalation point and work closely with colleagues to drive continuous improvements in how we operate. What will you be doing? Youll lead and inspire ...